The Lion Life Assist Helpline aims to provide its clients with the best value added benefits for emergency, funeral, legal, health and trauma services which reduce the impact of any dire occurrence that life may present.
As a Lion of Africa Life Assurance Company Ltd policyholder, you have 24/7 access to these excellent benefits. We encourage you to use these benefits and experience what positive difference it can make in your life.
When phoning the helpline, you will be required to quote your Lion of Africa Life Assurance Company Ltd policy number, or alternatively your personal details to verify your membership.
What it offers you:
- Personal Health Advisor
- Emergency Medical Services
- HIV/AIDS advice and counselling
- Legal Assist
- Funeral Assist and Repatriation of mortal remains
- Telephonic Trauma Counselling
- Tax and Financial Assist
- Point-to-Point Transportation
- Teacher on Line
The Personal Health Advisor
This round the clock service assist with:
- Assessing your symptoms and referring you to the correct level of health care- whether the problem is a nagging cough or severe burn.
- Providing you with important health knowledge on any aspect of health (you may have been advised to undergo some type of surgery or you just need more information on a condition such as lice or mumps)
- Providing expert counselling on any chronic ailment or disease and helps you to manage your condition or that of a loved one e.g. drug addiction or cancer
- Providing expert information on medicines, their purpose and side effects
- Providing access to drug information database
- Providing general medical information such as dietary assistance, inoculations or baby immunizations
Emergency Medical Services
This 24 hour medical emergency assistance helpline has trained paramedics who assist in the event of a medical emergency, within the borders of South Africa. A medical emergency is a life threatening situation such as a heart attack, bomb blast, snakebite, car accident gunshot wound
In an emergency event the following assistance will be provided:
- The dispatch of an ambulance
- Emergency telephonic medical information where necessary, inter-hospital transfers can be arranged
- Emergency message transmission
- Arrangements for compassionate visit by a family member
- Arrangements for the escorted return of minors after an accident
- Repatriation of mortal remains to an appropriate facility in the normal area of residence after an accident
HIV/ Aids advice and counselling
In the event of trauma such as rape, members have access to a 24 hour counselling facility, HIV/Aids testing and ARV treatment:
- Access to the Lion-assist database of specialized practitioners, including medical and psychological referrals
- Follow up call to ensure treatment is being correctly an effectively administered
- Telephonic counselling
If the anti-retroviral treatment is not available within 72 hours of the incident, EA Touch will deliver the treatment within 72-hours
Benefits include:
- 3 Day starter pack
- 28 day course of appropriate anti-retroviral treatment
- The “morning after pill”
- Prophylactic STD treatment
- Medical consultations
- Pathology tests
- 24 hour telephonic assistance
- Access to the EA Touch Disease Management’s HIV/AIDS
Legal Assist
This helpline operates during office hours only and offers qualified and experienced Attorney’s, providing guidance and advice on legal matters such as:
- General legal advice is offered on criminal offences, fines debt, contracts, divorce, maintenance and other related legal advice. Labour law specialists are also available to give advice on the Labour Relations Act, Basic Conditions of Employment Act and other labour related matters.
- Attorneys are available to help at the scene of an accident as well as dealing with legal matters thereafter. All legal matters and claims that follow a collision are handled. These include vehicle damages, repairs, injuries and third party claims, as well as litigation and prosecutions that may follow.
- In-house attorneys have access to a national referral panel of practicing attorneys if the client needs to appear in court.
- Free 30 minute consultation per case.
Funeral Assist and Repatriation of Mortal Remains
Specially trained case managers are able to manage all aspects of death, from bereavement counselling for the family, to assistance with funeral arrangements. Funeral support includes:
- Identifying the exact location of the deceased,
- Arranging and facilitating overnight accommodation for the next-of-kin when having to identify the body outside the normal area of residence.
- Payment and arrangement for the repatriation of the mortal remains to a place of burial within South Africa at no cost to the member
- Advise and refer the bereaved family to a reputable undertaker
- Advice on funeral documentation e.g. death certificate, interpreting funeral policy, etc.
Telephonic Trauma Counselling
Should the client need assistance following a traumatic experience such as a death in the family, hijacking or serious illness, guidance and counselling will be provided 24-hours a day from experienced and caring counsellors.
The product comprises of the following:
- Telephonic Trauma Counselling
- Telephonic trauma debriefing, 24-hours a day by qualified nurses. If necessary, the caller may be referred to the next level of counselling,
- Face to Face Trauma Counselling
- If the nurse’s assessment indicates that the client needs professional assistance, a face to face counselling session will be arranged. The caller will be referred to a network of social workers/ psychologists in their specified area for face to face counselling sessions. The cost of these sessions is paid by the patient.
Tax and Financial Assist
We take the stress and jargon out of personal tax and finances. This help line offers guidance and information on taxation and finance related matters to enable you to make informed decisions about your financial status. The line operates during normal working hours and qualified and experienced experts respond to queries.
Benefits to the member
You simply log your request for assistance with the Europ Assistance SA call centre agent and an expert tax or financial consultant will call you back at no cost to you. Access to the service is unlimited and available during normal office hours.
We provide efficient and accurate tax advice on any issue related to:
- The completion of income tax returns
- The calculation of taxes payable o Allowable deductions
- Estate tax
- Retirement benefits and planning
- Administrative issues and new tax amendments
- General banking advice i.e. how to read a bank statement, how debit orders work, etc.
Financial planning advice includes
- General banking advice i.e. how to read a bank statement, debit orders work, etc.
- Budget planning for all stages of life.
These stages could include the following or a combination thereof:
Study |
Working |
Family |
Retirement |
School Studying after school |
First job
Working years Preparation for retirement |
Single
Married
Divorced
Staying together
Kids |
Enjoy retirement Earn extra income |
Debt
- Debt assessments and referrals for debt counselling or administration;
- Post retrenchment financial planning and advice;
- Advice on estate planning;
- Assistance with drafting a will
- Advice on how to apply for a death certificate, and where applicable, the necessary documentation if the deceased is to be buried outside South Africa;
- Assistance with interpretation of any legal documentation such as a funeral policy and the procedure to be followed.
Benefits to client
Low-cost, no-risk, value added benefit for your members or employees.
Financially educated members are in control of their finances more likely meet their financial obligations – decrease in cancelled policies due to unpaid premiums
Terms and conditions
The service is only available to validated members via the Europ Assistance SA call centre.
Any assistance other than telephonic tax and financial advice will be for the members account
Point-to-Point Transportation
Our point to point service can facilitate transportation for direct family members to the funeral location and is limited to two incidents per annum.
Benefits to member
The service is available to members where the total trip from pick-up or drop off point does not exceed a 50km and is available within any of the following metropolitan areas: Johannesburg, Pretoria, Cape Town and Durban, Port Elizabeth, East London, Bloemfontein, Kimberly, Kathu, Upington.
Designated drivers are equipped with a cellular phone and have access to GPS.
If the member exceeds the total number of covered incidents for the period, the member can still make use of the service but the booking will be facilitated through the designated provider. The contact centre will assign the nearest available registered driver. Our contact centre maintains regular contact the driver to check in on delivery of the service.
Booking procedures
Members can make use of our service by calling our contact centre. To ensure timeous arrival, bookings should be made at least 60 – 90 minutes in advance but early booking is encouraged. In an event of an emergency the contact centre could be contacted for a booking, subject to the availability of drivers. The contact centre will alert the client of the estimated waiting time should a driver not be available.
Additional passengers
The service is available to the member and up to a maximum of two passengers may be collected from a single pick-up point and transported to a single drop-off point. The service will not allow for various drop-off points, drop-off is a single destination determined by the member at the time of logging the call.
Cancellation
Any bookings cancelled less than 60 minutes before the proposed collection time, will be billed at the full rate and deducted from the member’s total covered incidents.
Teacher on Line
Teacher-On-Line provides telephonic academic assistance that allows learners to interact with a qualified teacher on a variety of subjects. In addition to our current telephonic assistance we now offer the following:
Benefits
- CAPS aligned curriculum preloaded on the interactive teacher platform.
- We provide assistance to students, grade 4-12,
- The curriculum we work from is CAPS aligned and relevant to both public and private schools, in all major subjects.
- Teachers have access to fully animated lectures (Video clips teaching you concepts with detailed diagrams and animations. These videos make it easy for students to visually follow and understand their study material.)
- Interactive tests that get marked automatically (Instantly marked questions that reinforce your understanding. After watching the animated lectures, learners complete the quiz to test their knowledge.)
- Summaries (Fast, easy access to the key areas of a topic. Comprehensive notes, graphs and illustrations that can be printed or saved to the student’s device for future use.)
- The service is available in English and Afrikaans
- Students have access to the teachers, Monday to Thursday between 18:00 and 21:00 (during school terms).
These improved features allow teachers to interactively communicate with the student through the virtual classroom. This also allows the teacher to view the student’s work and guide them through their question. The software will build an individual student profile which creates a history and context of the problem areas the student experiences. Proven to improve students’ understanding of the work and boost their marks
- It makes studying fun which helps students remember the work better and help them learn from their mistakes
- Replaces the need for expensive extra lessons
Important notes:
The benefits are available in South Africa as long as the life insured lives, works or travels in South Africa. Telephonic medical assistance, telephonic trauma counselling and transport of the deceased are available in Lesotho, Swaziland, Namibia, Zimbabwe, Botswana and Mozambique, below the 22 degree parallel line, if the life insured is in these countries.
Some of the benefits are provided only on the death of the life insured, and become available when the claim for the funeral death benefit is approved.
Lion Life Assist benefits will not be paid where the life insured dies of natural causes or commits suicide within six months after the benefit for that life insured began. The services are provided by outside service-providers, and every service is available as a benefit under your policy as long as it is provided by them. You consent that we give to these service-providers so much of the information provided to us for the purposes of this policy as is necessary and sufficient for them to provide for these services.
Complaints procedure
If you are not satisfied with this policy or the service of the Administrator, you can write to the Lion of Africa compliance officer at the head office address given above. Remember to include all supporting documents. The compliance officer will acknowledge the complaint in writing, and provide you with the contact details of the person that is most likely to resolve it.
If you are not satisfied with the outcome of the complaint you may contact the Ombud (whose details appear below).
About us
Lion of Africa is a product supplier. Lion of Africa does not render financial services on behalf of other financial services providers. We do not receive any cash or non-cash remuneration from third parties for the products we produce and sell to our clients (no conflict of interest exist).
Insurer Details
Lion of Africa Life Assurance Company Ltd is registered with the Financial Services Board in terms of the Long-Term Insurance Act (52 of 1998).
Registration Number: |
1942/015587/06 |
FSP Number: |
15283 |
Street Address: |
1st Floor Block D, The Boulevard Office Park, Woodstock, 7925 |